Reservations Agent

The Reservation Agent at Mandarin Oriental, Marrakech is responsible
for handling all reservation requests accurately, efficiently, and in a timely
manner through both email and telephone channels. The role requires delivering
exceptional guest service while consistently meeting and exceeding Mandarin
Oriental standards.

Key Responsibilities

• Manage
  reservation inquiries and ensure all related communication, both written
  and verbal, is handled professionally and promptly.
• Utilize multiple
  reservation platforms and web-based systems to process bookings from various
  distribution channels.
• Conduct daily reviews of arrivals, payment
  transactions, and pre-authorizations to ensure accuracy and operational
  efficiency.
• Effectively leverage available tools, systems,
  and resources to maximize productivity and service quality.


• Consistently achieve or surpass established performance targets, including
  revenue generation, conversion rates, quality standards, partner program
  objectives, and guest satisfaction metrics.
• Build meaningful
  relationships with guests through active listening, personalized interactions,
  and a warm, conversational approach.
• Deliver tailored recommendations
  and solutions that enhance the guest experience and inspire long-term
  loyalty.
• Ensure all reservation activities comply with company
  policies, procedures, and luxury hospitality standards.

Qualifications & Requirements

• Minimum of one year
  of experience in a similar reservations, front office, or guest service role,
  preferably within a luxury hotel or resort environment.
• Exceptional
  customer service skills with a strong commitment to delivering memorable guest
  experiences.
• Excellent organizational skills with the ability
  to multitask and manage priorities in a fast-paced environment.


• Positive, proactive, and service-oriented attitude.
• Strong verbal
  and written communication skills in both French and English; proficiency
  in a third language is highly desirable.
• Proficiency in Microsoft
  Office applications and general computer systems; experience with hotel
  reservation systems is an advantage.
• Flexibility to work varying
  schedules, including evenings, weekends, and public holidays.

Competencies

• Guest-centric mindset


• Attention to detail and accuracy
• Effective communication
  skills
• Problem-solving abilities
• Teamwork
  and collaboration
• Sales and upselling aptitude
• Adaptability
  and resilience